This course provides delegates with expertise into the safe workings of Airline Passenger Services activiites. Dealing with the practical and technical aspects of efficiently runing an Airline Passenger Activities and Services. Gain practical knowledge to manage key airline operations with high efficiency and safety. Understand and meet the operational requirements of main partner of airlines at an airport, fuelers, caterers, authorities, ground service providers, passengers, and freight forwarders.

Elements of airport master planning Managing the environment The future of airports Operations
Airport as an operational system Airport emergencies Airport security Safety management system for airports Extreme weather operations Collaborative airport decision making Management Airside concessions Customer service Relations with airlines Training requirements Passenger facilitation

Use proven techniques to improve your operational practices, solve problems, and optimize benefits
Combine modern business practices with operations to meet international standards
Identify areas for improvement in your operations and facilitation processes
Apply performance measurement techniques to support key operational project needs

This course provides delegates with expertise into the safe workings of an Airline’s below wing activiites. Dealing with the practical know-how and technical aspects of efficiently runing Airline Airside Operations. The aircraft servicing and ground handling basics you need to start a career on the ramp.
Ramp handling services ensure the efficient turnaround of aircraft so that flights stay on schedule. This course offers an introduction to ramp services as well as the ground handling standards and safety requirements you need to know to work safely on the ramp.
Whether you are new to the industry or a recent recruit, this course provides a solid foundation for further professional development in the field of ground operations.

Introduction to the airside environment and airport ramp services Aircraft characteristics and turnaround plan Cleaning, catering and other services Ground service equipment Standard operating procedures Airside safety Ramp security awareness Future developments in the sector of ramp services

The ground operations working environment Standard ramp operations terminology The departments of an airport and how they work together Basic safety and security for efficient operations Procedures for key aircraft ground servicing tasks IATA Airport Handling Manual and IATA Ground Operations Manual standards

This course provides delegates with expertise into the safe workings of Airline Cargo activiites. Dealing with the practical and technical aspects of efficiently runing an Airline Cargo Operation. This highly interactive course provides a 360° management perspective from industry experts working at the most successful airlines and freight forwarders about the air cargo industry. Delegates will review the cargo management system with an international perspective, focusing on the business, operations and regulatory fundamentals. Over five days delegates will explore how the air cargo industry is changing and how to identify opportunities to become more successful as a manager in the company.

The cargo industry and its stakeholders Marketing and sales for cargo Pricing and revenue management
Trends in technology IATA’s e-cargo initiatives Optimizing the use of the internet and intranet within your organization Operations and management Cargo trends and forecasts Business processes
Industry regulations and their impact

Improve competitive performance using practical management tools including revenue management and pricing Identify customers’ changing needs to adjust business for immediate results Maintain optimum levels of customer service without increasing costs Analyze changes within the cargo industry and its stakeholders Stay current with the latest business and technological trends

This course provides delegates with expertise into the safe workings of Airline Flight Operations. Dealing with the practical and Technical aspects of Flight Operations.

In depth practical know-how of the regulatory framework Organization and management Flight operations management composition Management responsibilities Flight operations environment Flight operations department Human factors in flight operations Management systems in flight operations”

Indepth, review the regulatory requirements Describe the flight operations department organization
List the flight operations department duties and responsibilities Outline the management systems requirements Summarize Human Factors applications in flight operations”

This course provides candidates aspiring to work as cabin crew with an insight into the key service etiquette requirement to perform as a cabin crew member

Provide key service elements of Cabin Crew Functions during a flight
Build confidence in delivery all the on-board responsibilities such as announcements, safety reviews, and service requirements. The Overview of the Aviation Industry.
– The Qualities Expected for a Flight Attendant
– Understanding of in-flight responsibilities and importance
– The differences between Flight Attendant as compare to other careers.
Effectively and professionally manage minor disruptions and service interruptions.

Airline basic safety and first aid GMT (Calculating time differences) – Making good impression
– Grooming &Deportment
– Make-up and facial care
– Hair Style
– Proper Posture
– Interview Attire
– The most common airport in the World
– Airline knowledge and History
– Airline Terminology
– World currency and geography
– Airline basic Foods and Beverages

This course provides candidates with know-how on how to manage the efficient utilization of ULD and its care and maintenance. ULDs are essential for loading freight transported by air. Although ULDs are required to ensure the safe and reliable restraint of cargo during a flight, the standards for using them vary widely across the industry. The IATA ULD Regulations (ULDR) provides a simple point of reference for common technical and operational standards, regulatory requirements, and carrier requirements applicable to overall ULD operations.

Applicability of ULD Regulations ULD limitations Classification and identification Operating specifications Marking, labelling, and documentation Handling procedures ULD certification process

Know what is required to ensure 100% safe and efficient ULD handling Follow IATA ULD Regulations for acceptance and handling Work with a range of ULD handling devices and equipment Fulfil your esponsibilities as an airline or third party Understand why ULD handling critical to flight safety and operations

Essential training for Station Managers working for ground service providers and self-handling airlines. This course helps you examine ground handling functions, from marshaling to pushback, check-in to deicing. Analyze the management responsibilities on the ramp and in the passenger and cargo terminals.

Cooperation between airlines and service providers Duties of the station manager Principles of customer service Facilitation and simplifying passenger travel Ramp,cargo and terminal activities
Service Level Agreements (SLA) Resources and GSE management ULD handling Aviation security awareness
Baggage handling Emergency response planning

Manage all ground handling services according to the IATA Airport Handling Manual (AHM) Increase the efficiency of stations as an airline or service provider Work within the frame of the IATA Airport Handling Manual and IATA Standard Ground Handling Agreement Build a sustainable relationship between the airline and handler management

This course provides candidates with all aspects of dealing with processes and systems involved while booking a customer proposed journey using the various Global Distribution Systems. Interpreting fare rules and e-ticket data elements is key to satisfying and retaining customers. With the abundance and complexity of today’s fare options, travel customers expect you to provide a service that is accurate, quick and affordable. This course teaches the language of fare construction and fare rules so that delegates provide customers with the best advice and the lowest fare for their air itinerary. Delegates will develop new skills through practical exercises and with the support of reference materials to become the travel professional their customers trust.

Terms related to IATA geography and global indicators, Pricing Units, fare construction and currency Fare selection criteria Routings One way, round trip and circle trip fare construction Single segment Q surcharge Taxes, fees and charges Electronic tickets Payments types Special fares Electronic documents Consolidator and net fares Billing and settlement plans

Price air journeys and interpret fare rules Implement essential principles to price journeys as a single pricing unit Categorize pricing units such as one way, round, circle and open jaw tips
Price journeys in Neutral Units of Construction (NUC), convert to local currency using the IATA Rates of Exchange (IROE) and apply currency rounding rules Follow the complete formula for calculating pricing units for a wide variety of trip types with multiple fare components, including carrier fares Source Q surcharges and Taxes/Fees/Charges (TFCs), analyze provisions, and apply the correct currency conversions and rounding processes Describe mileage air fares, distinguish between IATA and non-IATA fares

Study popular tourism destinations and improve your sales skills to successfully advise your clients on the best travel options. Learn how to customize and construct complex travel itineraries, develop specialized knowledge of travel products and gain the skills to process ticket exchanges and reissues. Improve your sales skills to successfully turn prospect and existing customers into returning customers and learn how to understand how industry regulations affect your travel operations.

Destinations Selling techniques and social media marketing Fare construction and ticket exchanges/reissuance Travel industry laws and regulations Niche products including tour customization, luxury and group travel options Accommodation products other than hotels

Identify and provide advice on popular destination countries Advise on modes of transportation, accommodation, and tour products Apply IATA resolutions to your travel business and activities
Prospect new and existing customers and counter sales objections Construct complex itineraries and manage changes to ticketed journeys

Training the skills essential to receive, process and handle all shipments containing Dangerours Goods according to handling rules stipulated in the IATA Dangerous Goods Regulations Manual. Safety is paramount in the aviation industry: Ensure that you know how to read and apply the regulations for the transport of dangerous goods by air. These regulations include legal requirements, operational restrictions, packaging instructions, marking, labeling, and documentation to ensure the safe transportation of these goods. Gain the competencies to accept, handle and process shipments containing dangerous goods according to the current edition of the IATA Dangerous Goods Regulations (DGR) manual.

Interpret and review the current IATA DGR manual Responsibilities of operator and shipper Limitations Excepted and limited quantities State and operators’ variations Classification and identification Packaging, marking, and labeling requirements Shipment of radioactive materials
Loading, storage and inspection and emergency procedures Air waybill, Shipper’s Declaration for Dangerous Goods, and Notification to Captain

Apply IATA’s DGR manual and verify the correctness of dangerous goods transport documents
Perform the responsibilities involved in accepting, storing, loading and inspecting dangerous goods
Understand the legal responsibilities involved with the transportation of dangerous good

Required to fulfil the 24-month ICAO/IATA recurrent dangerous goods training requirement. Revalidate your 24-month ICAO/IATA DGR requirement with the latest ICAO/IATA amendments and directives!
It is mandatory to undergo recurrent DGR training every 24 months on the latest regulations and trends related to the carriage of dangerous goods. This refresher course provides awareness of the current legal requirements, operational restrictions, packaging instructions, marking, labeling and documentation regulation for dangerous goods, all in accordance with the current edition of IATA Dangerous Goods Regulations manual.

Interpret and review the current IATA Dangerous Goods Regulations manual Limitations Excepted and limited quantities State and operators’ variations Classification and identification of dangerous goods Packing, marking and labelling requirements UN specifications Limited quantities, overpacks
Compatibility and segregation of packages Shipment of radioactive materials Procedures Loading, storage and inspection Emergency procedures Update on the shipment of radioactive materials Update on air waybill, Shipper’s Declaration for Dangerous Goods, and Notification to Captain requirements

Fulfil the 24-month ICAO/IATA recurrent dangerous goods training requirement Apply the recent updates of the IATA Dangerous Goods Regulations Understand and utilize latest ICAO and IATA amendments and directives Review and share practical aspects of dangerous goods handling with your peers

During the course participants develop their awareness of operational restrictions, packaging instructions and other regulatory aspects related to the safe transport of dangerous goods by air. Gain the skills to classify, prepare, handle and process shipments containing dangerous goods according to the regulatory requirements of ICAO Technical Instruction and IATA Dangerous Goods Regulations (DGR).

Basis of IATA DGR Legal aspects and responsibilities Limitations for the carriage of dangerous goods by air Classification and identification of dangerous goods Packing, marking and labelling requirements: UN specifications, limited quantities and other packaging Required transport documentations: Dangerous Goods Declaration (DGD), air waybill, and the use of the checklist to verify compliance Recognition of undeclared dangerous goods Dangerous goods emergency response and reporting requirements

Comply with IATA’s DGR for shipping dangerous goods by air Complete the shipper’s declaration for dangerous goods Identify, classify, pack, mark, label and document dangerous goods according to regulations Understand the legal aspects and responsibilities of transporting dangerous goods

Learn the essential technical procedures for aircraft handling and loading to optimize the use of ground service equipment and manpower.

Airside and ramp safety Aircraft handling operations Aircraft movement Turnaround plan Aircraft loading functions Load control functions High efficiency factors

Manage the off-loading/ loading procedures of aircraft Manage the full turnaround of aircraft, coordinating resources and processes Apply best practices to be safe, punctual and commercially successful in turnaround services Understand and apply the safety and punctuality aspects of loading operations Design and offer consistent services according to widely accepted IATA Airport Handling Manual (AHM) and IATA Ground Operations Manual (IGOM) standards Take a leading role in your ramp team

Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention.

Emergency Response Planning key factors Stakeholder objectives during a crisis Informal press briefings Social media management and response How to say “no” to an interview and during an interview Practical guidelines for interaction with the media

Recognize common media pressure points and the implications these have on a response Present information without room for misinterpretation Take control during interviews and develop key messages Select the right spokesperson in a crisis situation Protect your company’s image and brand when handling a crisis situation Recognize common media pressure points and the implications these have on a response Present information without room for misinterpretation Take control during interviews and develop key messages Select the right spokesperson in a crisis situation Protect your company’s image and brand when handling a crisis situation

Learn the theories and principles of weight and balance as per the standard IATA Design Manual and Automa

Basic theory of flight Aircraft weights Basic aircraft weight Aircraft operating weight Aircraft structural and limiting weights Theory of balance Balance theory applied to aircraft Load-sheet compilation Drop line trim chart and its function The manual load/trim sheet and the standard IATA EDP Load/trim sheet

Understand the basic principles of flight related to aircraft weight and balance Become familiar with terms used in the field Understand and identify the various weights used in the compilation of a load-sheet Construct indexes and understand their use Become familiar with the design of trim charts Review the standard IATA manual load-sheet and drop line trim chart and the IATA standard electronic data processed load-sheet

Control and supervise an airline station in a self-handled or outsourced environment.

The importance of Operational and Occupational Health and Safety training Managing risk and the components of Emergency Response Plans (ERPs) The use of SGHA contracts and Service Level Agreements
Operational standards in the IATA Airport Handling Manual (AHM) The latest trends in passenger/baggage handling and catering

Control and supervise an airline station in a self-handled or outsourced environment Use Ground Handling and Service Level Agreements (SLAs) to suit your Stations handling needs, reduce costs and provide quality service Prevent fraud by being knowledgeable about the current methods that fraudsters use to dilute airline revenues Implement a Safety and Security Station Management System according to industry standards and recommended practices Motivate staff and effectively monitor their performance Use and work with the latest edition of the IATA Airport Handling Manual (AHM) which is included in the course price.

The airport business model is undergoing a massive transformation as airports around the world are becoming privatized, self-financed entities. Today’s airports are expected to finance US$350B of infrastructure development, while keeping airport charges in check and keeping commercial activities profitable.
This course will teach you how to design and implement a development strategy for two key revenue generators, routes, and commercial management. Through exercises, you will learn how to determine the right mix of aeronautical and non-aeronautical services being offered to satisfy the customers, airlines and bottom line of any airport.

Airport business environment and economics Business and commercial marketing strategy Differentiation in route development Redefining the commercial consumer strategy Selecting the optimal commercial product mix Property management and other non-aeronautical revenue streams
Marketing intelligent investments Commercial management structure

Determine your airport’s position in the competitive airport landscape Design and implement an effective route development strategy Formulate a comprehensive commercial strategy to boost non-aeronautical revenue Find synergies between your aeronautical and non-aeronautical profit sources
Evaluate new and alternative revenue streams